Derick
Agent (Customer Service) – Unifi (Expanded Job Description)
Unifi is a fast-growing financial technology and lending organisation operating across multiple African markets including South Africa, Zambia, Uganda, and Kenya. The company specialises in providing accessible personal lending solutions through a combination of digital platforms, mobile channels, and physical branch networks. With strong financial backing from experienced investors and a leadership team with deep expertise in entrepreneurship, credit, and technology-driven financial services, Unifi continues to expand its footprint as a leading player in the African lending sector.
The South African division is currently seeking Customer Service Agents to join its Bellville-based Contact Centre team in the Western Cape. This role is central to ensuring that customers receive efficient, professional, and supportive service across all communication channels. The position is permanent and suited for individuals who are passionate about customer interaction, performance-driven environments, and financial services.
Role Overview
The Customer Service Agent role is a dual-function position that combines customer support, sales engagement, and credit-related administrative processing. The successful candidate will be responsible for handling both inbound and outbound communications, assisting clients with loan applications, resolving queries, and ensuring that all customer interactions are handled with accuracy, professionalism, and urgency.
This role requires individuals who are comfortable working in a structured, target-driven environment where performance metrics, customer satisfaction, and compliance standards are closely monitored. It is a high-energy position that demands strong communication skills, emotional intelligence, and the ability to multitask effectively.
The role is also aligned with Unifi’s core values of Unity, Dignity, Simplicity, and Trust, which guide all customer interactions and internal team collaboration.
Key Responsibilities
The Customer Service Agent will be responsible for managing both inbound and outbound customer interactions. This includes handling incoming customer service calls, responding to emails, and making outbound calls related to sales, follow-ups, or loan application processes.
A significant part of the role involves assessing customer credit applications. The agent will be required to process loan documentation, verify information, and assess credit worthiness within defined company limits and policies. This requires careful attention to detail and adherence to internal credit guidelines.
Customer complaint handling is another core responsibility. The agent must be able to respond to customer issues efficiently, investigate problems, and provide appropriate resolutions while maintaining a high level of professionalism and empathy.
The role also involves maintaining strong product knowledge across all Unifi financial products. This ensures that the agent can provide accurate information, explain product features clearly, and guide customers through available lending options.
Communication is a key function, and the agent will interact with customers through multiple channels including phone, email, and potentially digital messaging platforms. Clear, concise, and professional communication is essential at all times.
In addition to customer-facing responsibilities, the agent is expected to provide internal support to colleagues and contribute positively to team performance and workplace culture. Collaboration and teamwork are important aspects of the role.
The agent must also consistently meet performance targets, including sales goals, call handling metrics, and customer satisfaction indicators. Time management and urgency in task execution are critical, especially in a high-volume contact centre environment.
All activities must be carried out in accordance with company policies, procedures, and compliance mandates. This includes data protection standards, credit approval rules, and customer service guidelines.
Credit and Sales Function
In addition to customer service duties, the role includes a sales component where the agent is expected to promote Unifi lending products. This involves identifying customer needs, offering suitable loan solutions, and guiding customers through the application process.
The agent must also ensure that all credit assessments are conducted responsibly, balancing sales performance with risk management principles. This requires a strong understanding of basic financial principles and lending criteria.
The ability to persuade, influence, and build trust with customers is essential in achieving sales targets while maintaining ethical lending practices.
Required Experience and Skills
Applicants should have a minimum of 2 years of relevant experience in customer service, call centre operations, sales, or a similar client-facing role. Experience within the financial services or lending industry is considered an advantage but not mandatory.
A Matric (Grade 12) qualification is required as a minimum educational standard.
Fluency in English is essential, both written and spoken, as the role involves continuous communication with customers and internal stakeholders.
The ideal candidate must be comfortable working in a shift-based environment, which may include rotating hours, weekends, and extended operating schedules depending on business needs.
Strong organisational and time management skills are required to manage multiple customer interactions and administrative tasks efficiently.
Analytical thinking and problem-solving ability are critical, especially when assessing credit applications or resolving customer complaints.
Negotiation skills are also important, particularly in sales discussions and repayment arrangements with clients.
Core Competencies
The successful candidate must demonstrate excellent interpersonal and communication skills, with the ability to build rapport quickly with customers from diverse backgrounds.
A strong customer service orientation is essential, with a focus on delivering positive outcomes and maintaining high satisfaction levels.
Attention to detail is critical, particularly when processing loan applications and verifying customer information.
The role requires resilience and the ability to perform under pressure, especially in a target-driven contact centre environment.
Candidates must also demonstrate emotional intelligence, professionalism, and the ability to remain calm and solution-focused during difficult customer interactions.
Strong teamwork and collaboration skills are required, as agents work closely with supervisors and colleagues to achieve departmental goals.
Performance Expectations
The Customer Service Agent will be measured on key performance indicators including call handling efficiency, customer satisfaction scores, sales conversion rates, and accuracy in credit processing.
Meeting deadlines and maintaining service level agreements is a key requirement of the role. Agents are expected to work with urgency while maintaining accuracy and compliance standards.
Continuous improvement and learning are encouraged, with agents expected to develop their product knowledge and customer service skills over time.
Work Environment and Culture
Unifi promotes a dynamic, fast-paced, and performance-driven working environment. The company places strong emphasis on teamwork, accountability, and continuous improvement.
Employees are encouraged to contribute ideas, support colleagues, and actively participate in achieving organisational goals. The culture is centred on respect, simplicity in processes, and delivering value to customers.
Working in this environment provides exposure to financial services operations, customer engagement strategies, and credit risk management processes.
Final Overview
The Customer Service Agent role at Unifi Bellville is an excellent opportunity for individuals seeking to build a career in financial services, customer support, and sales. It combines client interaction, credit processing, and performance-based targets within a structured and supportive environment.
This position is best suited for motivated, disciplined, and customer-focused individuals who are eager to grow within a rapidly expanding fintech organisation operating across multiple African markets.
